UVAJANJE REŠITVE MICROSOFT DYNAMICS CRM NA PRIMERU FAKULTETE DOBA

Škorc, Denis

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Title:	UVAJANJE REŠITVE MICROSOFT DYNAMICS CRM NA PRIMERU FAKULTETE DOBA
Authors:	ID Škorc, Denis (Author) ID Bobek, Samo (Mentor) More about this mentor...
Files:	UNI_Skorc_Denis_2010.pdf (1,20 MB) MD5: 8929D153F3A07BEC75E124EFD44FF922 PID: 20.500.12556/dkum/c4bae2df-9d8d-4c1e-808a-5332797454bb
Language:	Slovenian
Work type:	Final seminar paper
Organization:	EPF - Faculty of Business and Economics
Abstract:	Po gospodarski krizi, ki je prizadela svetovno gospodarstvo v zadnjih dveh letih, so tako ljudje kot podjetja postali pri svojih nakupih vse bolj previdni in premišljeni. To je povzročilo pravi konkurenčni boj za odjemalce in poslovne partnerje. Stranke so glavni vir dohodka podjetij, zato se jim morajo podjetja maksimalno posvetiti in poskrbeti za njihovo zadovoljstvo, saj lahko le tako posledično dosežejo tudi njihovo lojalnost in maksimizirajo njihovo dobičkonosnost. Do izraza so prišla podjetja, ki imajo dobro urejen in razvit management odnosov s strankami ali CRM. Gre za strateško razvijanje odnosov z donosnimi strankami, katerega namen je povečati število strank, doseči visoko raven ponovnih nakupov, obdržati najdonosnejše kupce, povečati vrednost nakupov, odzivati se proaktivno v očeh kupca in ne izdelka … Za uvedbo koncepta CRM ni zadosti le namestitev programske opreme, ampak je znotraj organizacije najprej potrebno spremeniti miselnost, kulturo in način dela. Sledi implementacija programske oprema za informacijsko podporo udejanjanja koncepta CRM. Ena izmed možnih rešitev je uvedba Microsoft Dynamics CRM, ki omogoča podporo prodajnim, trženjskim in servisnim procesom. Kako poteka uvedba tovrstne rešitve in kakšne prednosti prinaša, pa si lahko podrobneje preberete na straneh 30-36.
Keywords:	CRM, upravljanje odnosov s strankami, management odnosov s strankami, Microsoft Dynamics CRM, Microsoft Dynamics Sure Step, kupci, odjemalci, stranke, poslovni partnerji, informacijska podpora, izobraževalna ustanova Doba, ORG. TEND.
Place of publishing:	Maribor
Publisher:	[D. Škorc]
Year of publishing:	2010
PID:	20.500.12556/DKUM-15674
UDC:	659.2:004
COBISS.SI-ID:	10494748
NUK URN:	URN:SI:UM:DK:M9I3VJDQ
Publication date in DKUM:	22.12.2010
Views:	3841
Downloads:	629
Metadata:
Categories:	EPF
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Secondary language

Language:	English
Title:	IMPLEMENTATION OF MICROSOFT DYNAMICS CRM SOLUTION AT DOBA FACULTY
Abstract:	After the economic crisis, which has hit the global economy in the past two years, everyone, people and companies became more careful and prudent at their purchase. This has led to real competitive battle at the market for new customers and business partners. Customers are the main source of income for businesses, so the main goal of any businesses is to achieve and have satisfied as well as loyal customers. This is the only way that leads to the maximum profitability of your customers. This is much easier if you have well organized and developed customer relationship management or CRM system. Definition of CRM is: It is a process or methodology used to learn more about customers' needs and behaviors in order to develop stronger relationships with them. Thinking about CRM in primarily technological terms is a mistake. Companies have to change their culture, way of thinking and working first and after that they also need new information technology, software in the background, which will help them bring all the data together and analyze it. So all information is stored at one place and it is very easy for the employees to access it whenever they need it. One of the possibilities is implementation of Microsoft Dynamics CRM solution, which provides support for sales, marketing and service processes. More details about the implementation of Microsoft CRM and its benefits you can read on pages 30-36.
Keywords:	CRM, customer relationship management, Microsoft Dynamics CRM, Microsoft Dynamics Sure Step, customers, business partners, information technology, Doba faculty, ORG. TEND.

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